I work at a Shopify agency and we build websites and customise themes for clients. For this one particular client, we purchased a premium theme for the development store on the theme store, and we needed to add our address to match the billing address on the card. Bought the theme, continued to work on the theme.
When the time came to transfer the store over to the client, both me and the client forgot one important step to change the billing address to the clients’. They chose a plan, and their invoice was generated. It still had our address on the invoice. It’s a huge issue for our client’s financial team so I’m trying to get this resolved.
I have spoken with various Shopify support agents who are no help, they said that historic invoices can’t be regenerated with the new address (nor can they manually send an invoice with the new address). I find that completely bizarre.
Has anyone had this issue, how was it resolved? Should I keep pushing? The agent refuses to escalate the ticket.
Thanks.